**Experienced Full Stack Customer Service Engineer – Remote Crisis Response and Resolution**

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our Customer Response team, you'll play a vital role in designing and implementing innovative solutions that exceed client expectations and drive business growth. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you! **About arenaflex** arenaflex is a leading technology company that's pushing the boundaries of innovation and customer-centricity. With a strong focus on employee growth and development, we offer a dynamic and supportive work environment that fosters creativity, collaboration, and continuous learning. Our team is comprised of talented individuals from diverse backgrounds, united by a shared passion for delivering exceptional customer experiences. **Job Summary** As a Service Engineer II – Customer Response, you'll be responsible for managing and resolving complex customer issues, collaborating with cross-functional teams, and driving process improvements to enhance customer satisfaction and loyalty. This is a full-time, remote position that requires working during Pacific timezone hours, with occasional participation in late-night emergency rotations. **Key Responsibilities** * Acknowledge and respond to emergency escalations, resolving issues directly or allocating them to the proper resources * Provide guidance and support to customer service teams (including account teams and experts) and clients, communicating the status and progress of escalations * Manage the escalation lifecycle, ensuring issues are resolved within agreed-upon SLAs and client expectations * Document escalation details, activities, and results, sharing learnings and best practices with design and support teams * Identify and prioritize product and service issues and gaps, providing input and suggestions to design teams * Develop solutions to reduce work, automate processes, resolve technical issues with services, increase customer satisfaction, and drive business growth by delivering solutions that address client needs * Participate in the on-call rotation and provide 24/7 support for critical escalations **Essential Qualifications** * Bachelor's degree in a relevant field (e.g., computer science, engineering, business administration) * 2+ years of experience in customer service, technical support, or a related field * Proven track record of resolving complex customer issues and improving customer satisfaction * Excellent communication, problem-solving, and analytical skills * Ability to work in a fast-paced, dynamic environment and adapt to changing priorities * Strong collaboration and teamwork skills, with experience working with cross-functional teams **Preferred Qualifications** * Experience working in a cloud-based or SaaS environment * Knowledge of Microsoft products and services (e.g., Azure, Office 365) * Familiarity with ITIL or other service management frameworks * Certification in customer service, technical support, or a related field * Experience with process improvement and automation tools (e.g., JIRA, ServiceNow) **Skills and Competencies** * Strong technical skills, with the ability to troubleshoot and resolve complex technical issues * Excellent communication and interpersonal skills, with the ability to work with customers, internal stakeholders, and cross-functional teams * Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions * Ability to work in a fast-paced, dynamic environment and adapt to changing priorities * Strong collaboration and teamwork skills, with experience working with cross-functional teams * Ability to document and share knowledge, with a focus on continuous learning and improvement **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Service Engineer II – Customer Response, you'll have access to: * Ongoing training and development opportunities, including technical and soft skills training * Mentorship and coaching from experienced team members and leaders * Opportunities for career advancement and professional growth * A dynamic and supportive work environment that fosters creativity, collaboration, and continuous learning **Work Environment and Company Culture** arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Service Engineer II – Customer Response, you'll have the opportunity to work from home or a remote location, with occasional participation in late-night emergency rotations. Our company culture is built on a foundation of: * Collaboration and teamwork * Continuous learning and improvement * Customer-centricity and empathy * Innovation and creativity * Diversity, equity, and inclusion **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * $24/hour salary * Ongoing training and development opportunities * Mentorship and coaching from experienced team members and leaders * Opportunities for career advancement and professional growth * A dynamic and supportive work environment that fosters creativity, collaboration, and continuous learning **How to Apply** If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to join our team as a Service Engineer II – Customer Response. Apply for this job